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Frequently Asked Questions

Find answers to the most common questions about ESOE Security products, installation, and ordering. Can't find what you're looking for? Contact us.

🛒 Orders & Shipping

Q: How long does shipping take?

A: All orders ship from our warehouse in Shenzhen, China. Estimated delivery times:

  • United States: 7–12 business days
  • International: 10–18 business days
  • Rest of World: 12–20 business days
  • Express (DHL/FedEx/UPS): 3–7 business days (calculated at checkout)

Q: Do you offer free shipping?

A: Yes! We offer free standard shipping on orders over $500 (US) and $800 (International). Standard shipping is $39.90 for orders below these thresholds.

Q: How can I track my order?

A: Once your order ships, you'll receive an email with a tracking number. You can also track your package anytime on our Order Tracking Page.

Q: Do you ship to my country?

A: We ship to over 230 countries and territories worldwide. If your country is not available at checkout, please contact us for assistance.

📷 Security Cameras — General

Q: What's the difference between IP cameras and analog cameras?

A: IP cameras transmit digital video over a network (Ethernet/Wi-Fi), offering higher resolution (up to 4K/8MP) and remote access via app. Analog cameras use coaxial cables and typically support lower resolutions (up to 1080p). We recommend IP cameras for most modern installations.

Q: What resolution do I need?

A:

  • 2MP (1080p): Good for general monitoring, small areas
  • 5MP: Great balance of clarity and storage efficiency
  • 4K/8MP: Best for identifying faces, license plates, and fine details — recommended for entrances, parking lots, and retail stores

Q: What does PoE mean?

A: PoE (Power over Ethernet) means the camera receives both power and data through a single Ethernet cable. No separate power adapter needed — this makes installation much simpler and cleaner. All our PoE cameras work with standard PoE switches and our PoE NVR systems.

Q: Do your cameras support night vision?

A: Yes. Our cameras feature infrared (IR) night vision with a range of 20–30 meters. Some models also support full-color night vision using built-in warm LED lights, providing color images even in complete darkness.

Q: Are your cameras weatherproof?

A: Yes. All our outdoor cameras are rated IP66 or IP67, meaning they are fully protected against dust and heavy rain. They are designed to operate in temperatures from -20°C to 60°C (-4°F to 140°F).

Q: Do your cameras support two-way audio?

A: Select models feature built-in microphones and speakers for two-way audio communication. Check the product description for audio specifications.

☀️ Solar Security Cameras

Q: How do solar cameras work?

A: Our solar cameras have a built-in rechargeable battery that is charged by the attached solar panel. They work completely wire-free — no electrical wiring needed. Perfect for remote areas, farms, construction sites, and locations without power access.

Q: Do solar cameras work on cloudy days or at night?

A: Yes. The built-in battery stores enough power to keep the camera running for several days without sunlight. On cloudy days, the solar panel still charges (at a reduced rate). At night, the camera runs on stored battery power.

Q: Do solar cameras need Wi-Fi?

A: Our 4G solar cameras use a SIM card for cellular connectivity — no Wi-Fi needed. This makes them ideal for remote locations. You just need a 4G SIM card with a data plan from a local carrier.

Q: What SIM card do I need for 4G cameras?

A: A standard or micro SIM card with 4G/LTE data service from any local carrier. We recommend a plan with at least 3–5 GB/month for regular use. The camera compresses video efficiently to minimize data usage.

📹 NVR & DVR Systems

Q: What's the difference between NVR and DVR?

A:

  • NVR (Network Video Recorder): Works with IP cameras over Ethernet. Supports higher resolutions (up to 4K/8MP). Recommended for new installations.
  • DVR (Digital Video Recorder): Works with analog cameras over coaxial cable. Supports up to 1080p. Good for upgrading existing analog systems.

Q: How many cameras can your NVR support?

A: We offer NVR systems in 4-channel, 8-channel, 16-channel, and 32-channel configurations. Choose based on the number of cameras you plan to install. We recommend choosing a system with a few extra channels for future expansion.

Q: How much hard drive storage do I need?

A:

  • 1TB: ~7 days of recording for 4 cameras (1080p, continuous)
  • 2TB: ~14 days for 4 cameras or ~7 days for 8 cameras
  • 4TB: ~30 days for 4 cameras or ~14 days for 8 cameras
  • 8TB+: Recommended for 16+ camera systems or 4K recording

Motion-detection recording can extend storage life by 3–5x compared to continuous recording.

Q: Can I view my cameras remotely on my phone?

A: Yes. All our NVR/DVR systems support free mobile apps for iOS and Android. You can view live footage, playback recordings, and receive motion alerts from anywhere in the world.

🔧 Installation & Setup

Q: Can I install the cameras myself?

A: Yes! Our systems are designed for easy DIY installation. PoE camera kits only require running a single Ethernet cable from each camera to the NVR. We provide detailed installation guides and video tutorials with every order.

Q: What cable do I need for PoE cameras?

A: Standard Cat5e or Cat6 Ethernet cable. Maximum cable run is 100 meters (328 feet) per camera. We recommend outdoor-rated (UV-resistant) cable for exterior runs.

Q: Do I need a professional installer?

A: For basic home setups (4–8 cameras), most customers install themselves. For larger commercial projects (16+ cameras), we recommend hiring a local CCTV installer. Feel free to contact us for technical guidance.

🛡️ Warranty & Returns

Q: What warranty do you offer?

A: All ESOE Security products come with a 2-year manufacturer warranty covering defects in materials and workmanship. The warranty does not cover physical damage, water damage from improper installation, or normal wear and tear.

Q: What is your return policy?

A: We accept returns within 30 days of delivery for items in original, unused condition with all packaging. Please visit our Refund Policy page for full details.

Q: What if my product arrives damaged?

A: Please take photos of the damaged packaging and product, and contact us within 7 days of delivery at aisha@esoecctv.com. We will arrange a free replacement or full refund.

💳 Payment & Security

Q: What payment methods do you accept?

A: We currently accept PayPal (credit card, debit card, and PayPal balance). More payment options coming soon.

Q: Is my payment information secure?

A: Absolutely. Our store uses SSL encryption and all payments are processed through secure, PCI-compliant payment gateways. We never store your credit card information.

Q: Do you charge customs duties or taxes?

A: Our prices do not include customs fees, import duties, or local taxes. These may be charged by your country's customs authority upon delivery and are the buyer's responsibility.

🤝 Business & Wholesale

Q: Do you offer wholesale or bulk pricing?

A: Yes! We offer competitive pricing for bulk orders and B2B customers. Please contact us at aisha@esoecctv.com with your requirements for a custom quote.

Q: Can I become a distributor or reseller?

A: We welcome partnership inquiries. Please email aisha@esoecctv.com with your company details, target market, and estimated monthly volume.

Q: Do you offer OEM/ODM services?

A: Yes. As a Shenzhen-based manufacturer, we offer OEM and ODM services including custom branding, packaging, and firmware customization. Minimum order quantities apply. Contact us for details.

Still have questions?
Email us at aisha@esoecctv.com or call (+86) 134-1707-6604
Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)